Team Manager - Support Engineer Manager
Microsoft India R&D Pvt Ltd
Total years of experience :14 years, 10 Months
Planned, managed and executed business strategies, communication planning, and operations along with people management. Developed cohesive workforce highly equipped with customer focus, Core brand focus, best practices and Organizational Integration. Played a key role in Talent acquisition & Retention, rewards & Recognition. Managed team of 15 Tier 2 Engineers.
Strategic Alliance: Strengthened Stakeholders, SME, Premier and Partner relationship allied by lead generation & faster problem resolution through training programs, Analyst interviews, Case reviews & customer presentations. This enabled an esteemed customer relationship, which was called out as an achievement. Managed staff of 15. Facilitated stakeholder discussion regarding brand direction.
Business Development: Collaborated with sales, development, training and consulting teams to identify business Opportunities, cultivate customers and create new Support ideas. Managed the acquisition of Support to New Technologies, enabling and enhancing the technical knowledge of the support team
Projects:
• Women Action Network (WAN) - Organized and created roadmap for women networking, talent identification and career guidance
• Diagnostics - Provided expertise in Diagnostics Tools for cluster log analysis. This enabled support engineers to identify the root cause from Cluster logs quickly for a faster resolution. This provided a best practices model across the organization
• Sporty 2012 & 2013 - Organized Sporty for two years, representing and driving Charity run & Sporty. Was awarded for this representation by the Director and Group Manager
• Giving Campaign 2012 - Compered giving campaign which resulted in huge participation and contribution.
• Talent Establishment : Organized special skill enhancement programs and certifications and rules fest for ramping up and creating skilled workforce resulting in reporting staffs achieving great heights
First Marketing and Relationship manager hired to identify prospective Target audience to increase customer growth and retention. Developed cohesive marketing strategy, core brand focus, best practices and organizational integration. Led matrixed project and alliance teams that developed best practices, minimized risk, and provided consistent delivery of services to customers during a time of rapid organizational growth.
Business Development: Collaborated with Sales teams and identified Viral marketing techniques through Alumni and related network. Implemented core marketing processes to define company service offerings, measure progress, and monitor customer ratings and selling opportunities. Provided a streamlined process for organized communication and customer feedback.
Capacity management: Incorporated Workforce Planning, Recruitment, and Induction & Training to handle customer requirements. This resulted in revenue increase by 50% in four months from new and referred customers. Positioning and branding of the niche education Group was successful.
Directed the development and implementation of operations projects which included core product line enhancement systems development, training programs and Process design. Managed & directed people management, Hiring and Training. Handled employee payroll & performance appraisal. Managed two teams of 75
Product Development: Managed teams that designed interfaces and implemented standardization for the population of 2, 700+ Vital events certification into the system used for Digitization, DoVE.
Editor - Siemens Journal: Created, Collated the stream of voices and success stories of Business Guided relationship development and readiness to solidify and extend implementation capabilities through strategic partners.
Project Management and Education: Developed the professional community for project management. Managed employee readiness for development and adoption of project management best practices. Won Best team - Performance & Process Knowledge award
Restructuring: Facilitated executive team planning sessions during organizational restructuring. The team defined employee roles, established performance indicators, and created a development framework for the global services organization. Led scorecard team that evaluated partner performance.
MBA- Systems
Psychology
English
